Technical Support Engineer, Grafana Labs
£61-73k
Organization monitoring, visualization and observability platform
Open for applications
Organization monitoring, visualization and observability platform
1001+ employees
Open for applications
£61-73k
1001+ employees
Company mission
To unite data, no matter where it lives, and empower its users to analyze, take action, and make smart decisions.
Role
Who you are
- A background knowledge of any of the following fields is desired:Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology
- A willingness to learn and aptitude to master our products and become a trusted advisor to our customers
- You will be comfortable engaging with a range of customers from small businesses to Fortune 500 clients and you will love putting the customer first in all of your actions
- You must be proficient in the troubleshooting process and have strong researching skills
- You will be required to work with multiple Engineering teams but should be able to do more than just triage and escalate
- We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologiesSolid experience with CRM software, help desk software and remote support tools
- Experience delivering client-focussed solutions to customer needs
- Excellent listening, problem solving and communication skills
- You are patient, friendly and practice empathy in all of your interactions to deliver first class customer service
- Fluency in English with any other European language (especially German) would be ideal
What the job involves
- As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers
- You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces
- In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings
- This position will be focused on our EMEA Customer coverage
- Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources)
- Utilizing SSO/SAML experience to help customers in securing their Grafana instances
- Evaluating errors or discrepancies within customer dashboard panels and determining root cause
- Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML)
- Troubleshooting connectivity to various data sources and plugins
- Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities
- Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL)
- Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat
- Contribute to internal knowledge base and share information about technical issues within your team
- Inform customers about new features and functionality
- Gather and share customer feedback with Product, Sales, and Customer Success teams
- Provide training to new and existing team members and help with the onboarding process for new customers
Our take
Observability plays a crucial role in software development, where dashboards are pivotal for monitoring the health of IT infrastructure across an organization. However, for developers, the frustration of spending unnecessary time navigating between different dashboards to find the latest information detracts from valuable programming time.
Grafana collaborates closely with its clients to create customizable observability platforms, striving to enhance efficiency in observability. Its offerings include cloud-based data structures, dashboards, API plugins, and collaboration tools. Currently, FGrafana boasts over 21M active instances and approximately 10M users globally, with a customer base exceeding 2,000, including prominent names like Bloomberg, PJ Morgan Chase, eBay, PayPal, and Sony.
While Grafana provides free plans with a simplified tool package, the Grafana Enterprise Stack offers customized observability solutions on a monthly subscription basis. The company's ongoing strategy revolves around continually improving Grafana to meet users' demands, enhancing functionality with each iteration, and fostering community engagement by enabling users to share their Grafana dashboards with the broader open-source community.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
49% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2024
$270m
SERIES D
Apr 2022
$240m
SERIES D
Total funding: $805.2m
Company benefits
- Vacation: Balance is key. Our team enjoys 30 days of paid vacation each year on top of national holidays, parental leave, and sick leave. We also take a breather on a number of Grafana Shutdown Days each year
- Healthcare: We’re proud to provide health coverage or stipends for our colleagues in the US, UK, Canada, the Netherlands, Sweden, Singapore, and India
- Retirement planning: There’s no time like the present to start saving for your future. We make employer contributions into the pension pots of our team members in the US, UK, Canada, the Netherlands, Sweden, and Germany
- Professional development: On top of a $1,500 annual learning and development stipend, Grafanistas have thousands of on-demand courses at their fingertips to help them grow professionally. Want to attend a conference or training? Go ahead. Just pass on what you learned
- Work location: Vast majority of our roles are fully remote, focused on hiring the best talent and allowing you to perform from the comfort of your home. If you fancy a change of scene, we’ll also reimburse you up to $175 a month for a personal co-working space
- Choice of tech: There’s no one-size-fits-all when it comes to the tech required to do your job. Choose the laptop and accessories you need when you join us, and we’ll refresh them every three years
- Mindfulness: When you join the team, you can sign up for a complimentary subscription to Headspace to take advantage of the benefits of mindfulness and meditation. Our wellbeing resource group also organize sessions run by fellow Grafanistas or external trainers
- Fond Perks: Grafanistas across the world receive access to Fond, a platform that provides access to pre-negotiated discounts on a wide variety of services including entertainment, food, and fitness
- Global Employee Assistance Program: We offer all team members a 100% confidential support service with 24/7 365 access to professionally qualified counsellors and specialists
Company HQ
Financial District, New York, NY
Leadership
Raj Dutt
(Co-Founder & CEO)Currently a Board Member at NSONE. Previously founded Voxel where they served as the CEO for 12 years. They also served as the Senior Vice President of Technology at Internap Network Services.
Torkel Ödegaard
(Co-Founder)Graduated from Mälardalen University with a Master's in Computer Science. Founder of Coding Instinct. Previously worked as a Consultant at H&M, Avega, and Ebay.
Anthony Wood
(Co-Founder)Previously worked at Visa and Voxel as a Senior Systems Engineer. They also have Systems Engineering axperience at PalVision and iiNet.
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